Structural equation modelling of determinants of customer satisfaction of mobile network providers: case of Kolkata, India

Chakraborty, Shibashish; Sengupta, Kalyan K.

doi:10.1016/j.iimb.2014.10.005

Cited by 7 publications

(8 citation statements)

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“…If the internet system is easy and enjoyable to use, flexible and useful, this will lead to a higher level of user satisfaction with internet usage among the employees in public sector organisations. This finding concurs with other works (Chakraborty and Sengupta, 2014;Wang and Liao, 2008;Wu and Wang, 2006;Cho et al, 2015;Lwoga, 2013;Makokha and Ochieng, 2014) which consider system quality as a very important factor in predicting user satisfaction. However, this finding does contradict of Sun et al (2008), Chi (2013) and Khayun and Ractham (2011) who found that there is no relationship between system quality and user satisfaction.…”

Section: Discussionsupporting

confidence: 92%

Factors determining user satisfaction of internet usage among public sector employees in Yemen

Isaac

Abdullah

Ramayah

et al. 2018

IJTLID

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Internet technology has become an essential technological tool for individuals, organisations, and nations driving growth and prosperity. However, there are countries such as Yemen which have very low internet usage rates and which see little economic, social and cultural progress as a result. Therefore, this study has developed an integrated conceptual model based the DeLone and McLean information systems success model (DMISM), the unified theory of acceptance and use of technology (UTAUT) and task-technology fit (TTF) to predict the user satisfaction of internet. A survey questionnaire was used to collect primary data from 530 employees in all 30 government ministry institutions in Yemen. An analysis was conducted to examine the relationship between the variables of the proposed model, which includes initial exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modelling (SEM) via AMOS. The results indicated that system quality, information quality, task quality, and social quality are the four key determinants of employee satisfaction related to internet usage. The theoretical and practical implications are also discussed in this study.O. Isaac et al.

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Section: Discussionsupporting

confidence: 92%

Factors determining user satisfaction of internet usage among public sector employees in Yemen

Isaac

Abdullah

Ramayah

et al. 2018

IJTLID

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“…According to Teo (2011), 'the adequacy of the measurement model indicates that the items are reliable indicators of the hypothesized constructs which allow tests of the structural relationships in the model' (Chakraborty & Sengupta, 2014).…”

Section: Resultsmentioning

confidence: 99%

Exploring the Role of Complaint Handling among Complaining Consumers

Singh

Jain

Choraria³

2016

Vision

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Differentiating organization through service quality and engaging customer for long-term profit motive is a strategic adaptation for the complex competitive retail platform in India. Such approach incorporates the value of trust to ensure desired customer retention. The procedure further intensifies when an organizational approach emphasize effective complaint handling system within its service protocol. Based on this established relationship, this study explores the viability of the framework in the presence of customer complain intention categories with Indian context. Data for this descriptive study are collected using a structured questionnaire from 450 respondents. Out of the three types of complainants (consumer complaint intention), voice complaint intention appeared as the strongest determinant of consumer trust and retention as compared to private and third party complaint intention. On providing complaint handling, the strength of the relationship improved to the greatest extent for private complaint intention while there was no effect of complaint handling for voice complaint intention. Results of the study highlight as to what extent complaint handling matters for different types of complainants (voice, private and third party). Such practices can help the retailers distinguish and accordingly handle various types of complainants. Effective complaint handling practices can make the complainants more trustworthy and loyal than before.

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“…Branding has been said to be as important as a child's naming ceremony and as old as man/creation (Okpara, 2002;Ahmad, Hassan & Rajput, 2015). Branding is a fixation of special and unique image or attribute to a particular product, which makes it to be exceptional among other products in the eyes and minds of consumers (Ehikwe 2005;Chakraborty & Sengupta, 2014). From the above definition of branding, it means that a brand has an added value to the physical product beyond the core product.…”

Section: Literature Reviewmentioning

confidence: 99%

Product Branding and Consumer Loyalty in Telecommunication Industry

Akpoviroro

Amos

Oladipo

et al. 2020

Economics and Culture

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AbstractResearch Purpose. With fierce competition and saturated marketing in Nigeria, telecom operators must work hard to reduce cost, win new customers, and most importantly, retain the existing ones. The aim of the study was to examine the relationship between product branding and consumer loyalty in the Nigerian telecommunication industry.Design / Methodology / Approach. This research employed survey research design. Primary data was adopted with the aid of a questionnaire administered to the customers of three major telecommunication companies in Nigeria (MTN, AIRTEL and GLOBACOM) residing in Lagos State. The population of the study was 172, the sample size was 120, which were determined using the simple computation method. The study made use of statistical tools that include: analysis of variance (ANOVA), correlation efficient and Statistical Packages for Social Sciences (SPSS) Version 17.0.Findings. The results of this study confirm with the existing literature that product branding as a feature has a significant effect on product. The study found out that there exists a significant relationship between product branding and consumer loyalty in the Nigerian telecommunication industry. Consequently, from the practical perspective, telecommunication firms should expand their network coverage, improve the quality of service and provide better access to other networks within and outside Nigeria.Originality / Value / Practical implications. The study seeks to contribute to existing literature on product branding and customer loyalty. The paper contributes in clarifying that telecom providers in Nigeria must make product branding as a very important aspect of its marketing strategy and it must be given a serious approach, because it goes a long way to determine the success or failure of the product offer to the market, the firm in question and its ability to achieve consumer loyalty

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Structural equation modelling of determinants of customer satisfaction of mobile network providers: case of Kolkata, India

Cited by 7 publications

References 0 publications

Factors determining user satisfaction of internet usage among public sector employees in Yemen

Factors determining user satisfaction of internet usage among public sector employees in Yemen

Exploring the Role of Complaint Handling among Complaining Consumers

Product Branding and Consumer Loyalty in Telecommunication Industry

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